Tier 1 Helpdesk Technician
Remote / Online - Candidates ideally in
Silver Spring, Montgomery County, Maryland, 20900, USA
Listed on 2026-09-09
Silver Spring, Montgomery County, Maryland, 20900, USA
Listing for:
Executive 1 Holding Company
Full Time, Remote/Work from Home
position Listed on 2026-09-09
Job specializations:
-
IT/Tech
HelpDesk/Support, IT Support, Technical Support, Desktop Support
Job Description & How to Apply Below
Job Title:
Tier 1 Help Desk Technician – FDA White Oak, Silver Spring, MD 20993
Position:
Full Time
• Salary: $17.50 hourly
• Category:
Information Technology
•
Location:
FDA White Oak, Silver Spring, MD.
We are looking for a Tier 1 Help Desk Technician to support our IT Service Desk for a federal government customer.
Responsibilities- Provide IT support to over 22,000 worldwide customers by diagnosing and resolving routine hardware and software issues.
- Receive support requests via phone, email, and web/intranet portals.
- Utilize remote assistance tools to help customers with connected PCs.
- Create, modify, and close tickets in Service Now; escalates unresolved problems to Tier 2 and Tier 3 support.
- Research solutions using available resources and the IT Help Desk knowledge base.
- Follow established Standard Operating Procedures (SOPs) and ensure proper ticket closeout upon resolution.
- Operate as part of a 24/7/365 help desk; shift work may include evenings, nights, weekends, and holidays.
During training: on-site 8‑hour shift, Monday‑Friday, 7:00AM–5:30PM. After training, a permanent schedule will be assigned based on operational needs. Work is 40 hours per week, with the possibility of some remote work if approved by management.
Job Requirements- Strong communication, teamwork, adaptability, innovative outlook, and problem‑analysis skills.
- Excellent customer service skills and experience with call‑tracking/problem‑management software, with detailed documentation.
- Proficient in troubleshooting Windows 7 and Windows 10 PCs and related hardware/software relationships.
- Professional attitude, company focus, and strong work ethic with the ability to handle multiple priorities in a dynamic environment.
- Must be able to obtain a Public Trust security clearance.
- Availability to work shift schedules, including overnight and weekend shifts to support 24/7/365 operations.
High‑school diploma or GED required. Microsoft Office Specialist (Access, Excel, PowerPoint, or Outlook) and/or CompTIA A+ certification(s) preferred.
Benefits- Medical, Dental, and Vision Coverage
- Paid Time Off (PTO)
- 401(k) matching
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